Guest

Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 62928 - Cisco Computer Telephony Integration Object Server (CTIOS) Goes Out of Sync Under Heavy Load


Revised November 4, 2009

September 7, 2007

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Revision History

Revision

Date

Comment

1.3

04-NOV-2009

Replaced codes with software download links in the Workaround/Solution section.

1.2

18-DEC-2007

Added DDTS CSCsl54511. Added items 3 and 4 to the Problem Description section. Added a second example to the Problem Symptoms section. Updated all versions and access codes in the Workaround /Solution section.

1.1

29-NOV-2007

Major update 2nd DTS added, S/W versions added, Additional problem description data added, New Workaround/Solution provided

1.0

07-SEP-2007

Initial Public Release

Products Affected

Products Affected

Cisco Computer Telephony Integration Object Server (CTI OS) - 7.1(2) to 7.2(3)

Problem Description

Running under heavy load, the CTI OS Server generates exceptions due to synchronization problems in its internal threads.

  1. CTI OS Server not processing some events due to exceptions being thrown while executing them; therefore these events are not sent to CTI OS Client.

  2. CTI OS Server not processing some requests due to exceptions being thrown while executing them; therefore these requests are not sent to CTI Server.

  3. CTI OS Server process crash.

  4. CTI OS internal queue build up that make CTI OS Process not responsive.

Background

The synchronization problem which causes the CTI OS to generate exceptions was introduced in 7.1(2) during CTI OS Server performance enhancements.

Problem Symptoms

There are multiple symptoms for this issue:

  1. Generation of many exceptions will corrupt the memory and eventually will lead to CTI OS Server crash.

  2. Throwing exceptions when processing events such as eCallEndEvent and eCallConnectionClearedEvent leave call objects alive which lead to memory leak in CTI OS Server.

  3. CTI server will not receive requests sent by CTI OS client(s); therefore CTI OS clients will not receive any confirmation and this might lead to wrong button enablement.

  4. CTI OS client will not receive events sent by CTI server; this will lead to missing data such "call variables", "ECC", "agent state", "call state", etc..., wrong button enablement, and CTI OS client hanging.

The following is an example of a CTI OS server log showing multiple exceptions:

20:55:05 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallConnectionClearedEvent) : 
pBaseObject->OnEvent(). Object [call.5003.117441203] ptr [0x06967DE0]. : 
(PeripheralID:5003 PeripheralType:17 ConnectionCallID:117441203 
ConnectionDeviceIDType:0 LocalConnectionState:65535 EventCause:65535 
ReleasingDeviceType:0 MonitorID:0 ConnectionDeviceID:1527 
ReleasingDeviceID:1527 UniqueObjectID:call.5003.117441203 
MessageID:eCallConnectionClearedEvent DriverKey:call.5003.117441203) 

20:57:46 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallEndEvent) : pBaseObject->OnEvent(). Object 
[call.5003.117442406] ptr [0x06872850]. : (PeripheralID:5003 
PeripheralType:17 ConnectionCallID:117442406 ConnectionDeviceIDType:0 
ConnectionDeviceID:1783 UniqueObjectID:call.5003.117442406 
MessageID:eCallEndEvent DriverKey:call.5003.117442406) 

20:57:46 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallEstablishedEvent) : pBaseObject->OnEvent(). 
Object [call.5003.117442455] ptr [0x06B06738]. : (PeripheralID:5003 
PeripheralType:17 ConnectionCallID:117442455 ConnectionDeviceIDType:0 
ServiceNumber:-1 ServiceID:-1 CallingDeviceType:0 CalledDeviceType:0 
LastRedirectDeviceType:0 LocalConnectionState:3 EventCause:65535 
SkillGroupNumber:6140 SkillGroupID:7501 AnsweringDeviceType:0 LineHandle:0 LineType:0 SkillGroupPriority:1 MonitorID:0 ConnectionDeviceID:2421 
CallingDeviceID:9789361794 CalledDeviceID:10100 LastRedirectDeviceID:10100 AnsweringDeviceID:2421 UniqueObjectID:call.5003.117442455 MessageID:eCallEstablishedEvent DriverKey:call.5003.117442455 TrunkNumber:0 TrunkGroupNumber:0) 

23:01:41 CTIOS1-ctios Trace: CRITICAL: Exception in ServiceBroker::ProcessRequest(eClearConnectionRequest). 
Object [call.5003.117442155.1386] ptr [0x072A73A0]

The following is an example of a CTI OS server log showing an AgentTeamconfig exception:

CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:4] 
ServiceBroker::ProcessEvent(eAgentTeamConfigEvent) : pBaseObject->OnEvent(). 
Object [team.1000.5026] ptr [0x00C2BE60]. : (PeripheralID:1000 TeamID:5026 
NumberOfAgents:23 ConfigOperation:1 UniqueObjectID:team.1000.5026 
MessageID:eAgwAgTetTeamfember DriverKey:team.1000.5026 
Agent[10]:(AgentState:eLogout StateDuration:22529 AgentID:475597950 
AgentFlags:4) Agent[11]:(AgentState:eLogout StateDuration:146526 
AgentID:1493322346 AgentFlags:4) Agent[12]:(AgentState:eLogout 
StateDuration:146526 AgentID:485609388 AgentFlags:4) 
Agent[13]:(AgentState:eLogout StateDuration:146526 AgentID:1173699807 
AgentFlags:4) Agent[14]:(AgentState:eLogout StateDuration:146526 
AgentID:291746669 AgentFlags:4) Agent[15]:(AgentState:eLogout 
StateDuration:146526 AgentID:1612055068 AgentFlags:4) 
Agent[16]:(AgentState:eLogout StateDuration:146526 AgentID:1930203452 
AgentFlags:4) Agent[17]:(AgentState:eLogout StateDuration:146526 
AgentID:358228533 AgentFlags:4) Agent[18]:(AgentState:eLogout 
StateDuration:146526 AgentID:1617447508 AgentFlags:4) 
Agent[19]:(AgentState:eLogout StateDuration:146526 AgentID:578624313

Workaround/Solution

This issue will be resolved in CTI OS Release 7.2(4). The solution to this issue for earlier releases of CTI OS is to install the appropriate software engineering special (ES).

On systems that are running CTI OS Servers Release 7.1(3), install CTI OS 7.1(3)ES10.

CTI OS 7.1(3) ES10 can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=9e85cb94aa9a9c4a82f081fd22e7252d (registered customers only).

On systems that are running CTI OS Servers Release 7.1(4), install CTI OS 7.1(4) ES5.

CTI OS 7.1(4) ES5 can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=8b5dcabdbdeadf7d91fd4c67ef1fda46 (registered customers only).

On systems that are running CTI OS Servers Release 7.1(5), install CTI OS 7.1(5) ES18.

CTI OS 7.1(5) ES18 can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=6c7f9bac415922b27e7af119801f7d0a (registered customers only).

On systems that are running CTI OS Servers Release 7.2(2), install CTI OS 7.2(2) ES4.

CTI OS 7.2(2)ES4 can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=7255197c1eaf81b2350ffa2fd6d9ac47 (registered customers only).

On systems that are running CTI OS Servers Release 7.2(3), install CTI OS 7.2(3) ES3.

CTI OS 7.2(3)ES3 can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=5b17105e1d6fd40accca98f41b9e34c0 (registered customers only).

The following table provides information of the testing of Cisco products for this issue.

Product

Version

Tested(Y/I*)

Component Tested

CTI OS Server

7.2(3) ES3

Y

all

CTI OS Server

7.2(2) ES4

Y

all

CTI OS

7.1(5) ES18

Y

all

CTI OS

7.1(4) ES5

Y

all

CTI OS

7.1(3)ES10

Y

all

* Testing Disposition

I - In Progress (indicating that testing is in progress and will be updated when complete)

Y - Yes (tested)

NA - Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment) .

  • * Testing Dispositon I = In Progress (indicating that testing is in progress and will be updated when complete)

  • Y = Yes (tested)

  • NA = Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment).

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCsj95793 (registered customers only)

[SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1].

CSCsl01209 (registered customers only)

ctios has asserted several times over the last 2 weeks

CSCsl54511 (registered customers only)

CTI OS Server assertion around AgentTeamConfig event

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

Receive Email Notification For New Field Notices

Cisco Notification Service - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.